- Enhanced filtering options with faster filtering
- Responsive layout
- Enhanced mobile view with embedded browser capability
- Threaded view in Request detail page
- Drag and drop file upload
- Increased flexibility when adding and editing Descriptions
- Simplified Incident creation with more modularity and privilege driven options
- Auto population of CC field while adding Notes in the Request Details page
- Global Search—A Centralized search to find content across pages in the Customer portal
Previous versions of ZENworks Service Desk didn’t provide the capability to edit your saved filters and change your filtering criteria. With ZENworks Service Desk 8.0, you can edit a saved or shared filter with modified criteria.
ZENworks Service Desk 8.0 now has canned financial billing reports. Users can use the following reports to access various aspects of their Cost of Work:
- By Customer
- By Org Unit
- By Request
- By Date
- By Technician
ZENworks Service Desk 8.0 introduces a configurable option for multi-session support. This option enables users to have multiple login sessions across browsers and across systems.
ZENworks Service Desk 8.0 includes a new capability for importing Inventoried hardware devices along with managed devices. Enhanced filtering options enable you to search and list managed, inventoried, and other devices.
Another new feature of ZENworks Service Desk 8.0 is the ability to use a ZENworks Join Proxy satellite server to remotely control any Windows-managed devices located in various private networks.
Current versions of Service Desk Appliance are only supported with VMware. With ZENworks Service Desk 8.0, you can also use Hyper-V as your virtual environment to deploy the Service Desk Appliance.
Currently, the calendar shows only the reference number of a ticket, making it difficult for users to determine the subject of the ticket. In ZENworks Service Desk 8.0, we have added a subject line to the request so technicians can easily see what the request is about.
The Request URL option makes it easy for customers as well as technicians to click on the link within an email and jump directly to the Request within Service Desk. Until now, this option was only available in some of the templates. In ZENworks Service Desk 8.0, this option is now available in all of the Request-related templates.
Previously, a Technician couldn’t share a Request link (which holds all the details for the request) to any other technician. In ZENworks Service Desk 8.0, technicians can see an auto-generated Permalink names ‘Direct link’ in the request details page (before the Subject field). He or she can share the link with any other technician who has access to Service Desk. After clicking on the Permalink, the technician is navigated to the Request Details page. This feature applies to Generic, Change, Service, Incident, and Problem requests.
When requesting a bundle in the store workflow, users select the Item they want to access. When the item is approved, the assignment is made to the user. However, many applications are licensed by the machine, which means the user could install the app on multiple devices. To control this, the feature now enables you to configure the Assignment Extension for either a User or for a Device. In ZENworks Service Desk 8.0, when a request is submitted, the end user must also select their ZENworks devices to be assigned with the bundle. The system will then create an extension to make the assignment to that device on approval, rather than at the discretion of the user.
Micro Focus is pleased to announce the availability of ZENworks Service Desk 7.5. ZENworks Service Desk 7.5 is a full-featured PinkVerify ITIL service management solution designed to help you better align your IT organization to your business objectives.
ZENworks Service Desk 7.5 also features tight integration with the ZENworks Unified Endpoint Management platform, enabling you to import configuration items from ZENworks, assign ZENworks bundles from Service Desk, remote control ZENworks devices from the Service Desk Console, and more.
ZENworks Service Desk 7.5 includes these enhanced capabilities:
- LDAP Group Store Extension. With the introduction of this extension, you can list any service that can be offered via an LDAP group membership in the Service Desk store. This provides an automated self-service capability for file system permissions, applications, and more.
- Improved ZENworks 2017 Integration. ZENworks Service Desk 7.5 features support for the latest ZENworks Control Center helper, enabling you to remote control ZENworks 2017 devices. This release also includes support for the new Android bundles introduced in ZENworks 2017 Update 2.
- New Service Desk Appliance. ZENworks Service Desk 7.5 is now offered only as a virtual appliance, based on the Micro Focus common appliance framework. This means you can easily deploy the appliance on a variety of hypervisors, manage the appliance through a simple web interface, and easily configure SSL.
- Usability enhancements. The new getting started page makes it easier than ever to get all of the pieces in place for a successful Service Desk deployment. Additional usability features requested by customers have also been included.
In alignment with the release of ZENworks 2017, MFSD 7.4 introduces support for mobile devices as a separate section in the ZENworks import. This allows administrators and technicians greater flexibility in the way they manage and surface these devices.
MFSD 7.4 also introduces support for mobile bundles as a separate section in the ZENworks import. This feature allows administrators and technicians to support mobile bundles and create Store requests on mobile bundles. These requests will be installed automatically on end-users' devices, similarly to the way support is provided for Windows application installs.
This feature brings in support to iterate along the logical path of a workflow and then branch to the previous or next logical state. Administrators can automatically close requests on a certain condition of the workflow being reached or continue to follow the workflow logical path to set up a repeat of the workflow from a certain point (instead of initiating the workflow again in case of a negative scenario).
Linking items helps technicians assign ownership of items to individual owners and groups of owners directly from the ticket summary page.
We now provide the ability to reactivate or keep items inactive on next sync to ZENworks. This allows for administrators to delete items which they do not want in the system.
Earlier end-users could select one filter to narrow down their search, now we provide the ability to select multiple filters to make for a highly effective search capability for Store items.
